AccountId: 011433970860
ContactId: 2cdb58a4-5cff-4d20-8f53-5166b3f50e11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147229 ms
Total Talk Time (AGENT): 45133 ms
Total Talk Time (CUSTOMER): 59562 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2cdb58a4-5cff-4d20-8f53-5166b3f50e11_20250611T15:19_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, my name is [PII] and I'm with the provider.
[CUSTOMER][NEUTRAL] I have a quick question and a patient.
[AGENT][NEUTRAL] OK. How can I help, [PII]?
[CUSTOMER][NEUTRAL] Uh, you can just leave it on that table, yes, um, yes, I'm sorry, um, I wanted to go ahead and check eligibility for a patient.
[AGENT][NEUTRAL] OK, what is the patient policy number?
[CUSTOMER][NEUTRAL] Um, that would be 02273439.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] with date of birth [PII], but I'm looking for one of the dependents.
[AGENT][NEUTRAL] OK. What's the dependent?
[CUSTOMER][NEUTRAL] Uh, [PII] No with um his birthday is um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, so patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you'd like we can send you a.
[CUSTOMER][NEUTRAL] What he will be, uh.
[AGENT][NEUTRAL] The facts back with a breakdown.
[CUSTOMER][NEUTRAL] No, I already got it. I just wanted to make sure the policy is still I didn't see, uh, what is the age limit on fluoride?
[AGENT][NEUTRAL] Uh, let me see one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like it's limited to dependent children under the age of [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And you do, you don't do that 1206, is that 1208, right?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, we don't have any of those listed, so we have 1201, 1203, and 1204 and 5 listed as benefits for fluoride.
[CUSTOMER][NEUTRAL] Oh, OK, OK. 1204. OK, but you say it's to the age [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that's what I wanted to know. OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mm. Bye-bye.